Refund policy

NEOFLOW INDUSTRIES
Effective Date: 11/02/2026

This Refund Policy applies to all purchases made through NEOFLOW. By purchasing from us, you agree to the terms below.

 

1. Returns Eligibility

We accept returns only if all of the following conditions are met:

  • The item is unused, uninstalled, and in original condition
  • The item is returned in original packaging
  • The return request is made within 14 days of delivery
  • Proof of purchase is provided

Custom-built, custom-fabricated are non-refundable unless faulty or damaged.


2. Non-Returnable Items

The following items are not eligible for return:

  • Custom or bespoke exhaust systems
  • Special order items
  • Installed or modified products
  • Products damaged due to incorrect installation or misuse


3. Refund Conditions

Refunds will only be issued if:

  • The product is defective due to manufacturing fault
  • The product arrives damaged
  • The wrong item was supplied by us

Refunds are issued to the original payment method only.


4. Faulty or Damaged Goods

If your item arrives damaged or faulty:

  • You must notify us within 72 hours of delivery
  • Provide clear photos/videos of the damage
  • Do not install the product

Once approved, we will offer:

  • Replacement
  • Repair
  • Full refund (including return shipping where applicable)


5. Return Process

To request a return:

  1. Email [your email address]
  2. Include your order number
  3. Reason for return
  4. Photos if applicable

Do not send items back without written approval.


6. Shipping Costs

  • Return shipping is the responsibility of the customer unless the product is faulty or incorrect
  • Original shipping costs are non-refundable
  • If a refund is approved, it will exclude shipping fees (unless required by law)


7. Refund Processing Time

Approved refunds will be processed within 5–10 business days after inspection of the returned item.


8. Installation Disclaimer

We are not responsible for:

  • Installation costs
  • Labour charges
  • Vehicle downtime
  • Third-party workshop fees


9. Legal Rights

This policy does not override your rights under Australian Consumer Law (ACL). Customers are entitled to a refund, repair, or replacement for major failures as defined by law.


10. Contact Information

For refund requests or enquiries:

NEOFLOW INDUSTRIES
Email: NEOFLOWINDUSTRIES@gmail.com
Website: Neoflow.com.au